🎫Tickets

Tickets turn a click on a panel into a private support channel, track who claimed and closed it, archive a transcript, and ask the member to rate the staff who helped. Everything below is configured from the dashboard and happens in Discord.

#How it works

1. A member clicks a button on a panel, or picks a type from a panel's dropdown.
2. FiveUnity creates a private channel. Only the member, the support role and the bot can see it.
3. Staff claim it, work it, and close it.
4. On close the channel is archived, a transcript link is produced, and the member can be DMed the archive plus a rating request. Closed tickets can be reopened or deleted permanently.

There is no form to fill in first: the channel opens as soon as the member picks a type. A member may hold up to five open tickets at a time by default; once they are at the limit, clicking again points them at the channels they already have. Change the cap with Max open tickets per member under Ticket behaviour.

#Set it up

The fastest route is Run default setup (the same thing as /setup → Tickets → Run Default Setup). It creates the built-in ticket categories, a ticket-panel channel with a dropdown panel offering every built-in type, a closed-tickets category, and a queue row per type. It refuses to run if you already have panels, so it can never overwrite your work.

To build your own: fill in Ticket settings and save, create a panel under Create custom panel, then publish it: from the Publish to channel field on the create form, or the Publish button on the panel row.

#Set up with AI

Set up with AI at the top of the Tickets page builds and edits the ticket desk from a plain-English description: panels and types, escalation, naming, behaviour, ticket texts, and cleanup of empty leftover categories or unused panels. Examples: "Set up 3 ticket types: Player Reports, Staff Apps and Store Support. General staff can handle reports, only Leadership can see apps, put them in a Tickets category.", "Add a Ban Appeal type to Support Tickets.", "Turn on rename on escalate and only allow player-report and staff-report as destinations.", or "Delete the empty Legacy Support category and remove Old Panel." It needs the Pro plan and a working AI Assistant key; the manual controls below work on every plan. Save ticket backup above the form stores the current panels and settings (up to five) so you can restore if an AI apply is unexpected; panel messages in Discord are not restored, so republish afterwards.

The assistant never acts on its own. Every request goes through the same steps:

1. Plan. Gemini turns your description into a plan: panels, ticket types, embed text and colour, the button or dropdown (including Discord button colour: blurple, grey, green or red), which roles handle what, which channel and categories to use, escalation and other ticket settings, and any empty categories or panels to remove. It refers to roles, channels and categories by name only; it is never shown a Discord id and cannot invent one. When you name an existing panel, the plan updates that panel in place (including its ticket types) instead of creating a second one. Settings-only and cleanup-only plans are allowed when you are not changing panels.
2. Check. FiveUnity matches every name to your server. A name that fits exactly one thing is used. A name that could mean several things (staff on a server with Senior Staff and Staff Team) or nothing at all becomes a question with a picker, so nothing is guessed. Existing categories, channels and matching panel names are reused rather than duplicated, and the bot's own permissions (Manage Channels, and Manage Roles if a role is to be created) are checked before anything else. Category cleanup only deletes empty categories that the plan is not still using as an open/closed or panel category.
3. Review. You see the panel exactly as Discord will show it (including coloured buttons when the panel uses buttons), and a list of every change: ➕ channels, categories and roles to create, 🗑️ empty categories and panels to remove, ♻️ what is reused, 🔒 the permission rules that will be applied, 💾 the database records that will be written or updated and 📨 the message that will be posted or refreshed. Ask for changes in the chat ("Make the appeals buttons red", "Add @HR to store support", "Also delete the empty Applications category") or press Edit on a panel to change fields and pick roles, categories and channels by hand.
4. Apply. Nothing is created or changed until you press Apply configuration and confirm. The steps then run one at a time; creates and panel edits roll back if a later create/update fails. Removals run last and are not recreated on rollback. When it finishes, FiveUnity checks that each channel, category, panel and message really exists (or was removed) and reports the result.

The whole session is kept as an audit record: every version of the plan, the choices you made, what was built, and the verification result.

Role, channel and category names are sent to Google Gemini with your request; member messages are not. In Discord, /setup → Tickets has a Set up with AI button that opens this section.

#Ticket settings

#Ticket texts

The texts members see inside a ticket are part of Ticket settings too. Every field starts with the text FiveUnity has always used, so nothing changes until you edit one. Clear a field and save to put its default back.

Welcome title and Welcome message fill in four placeholders, in any letter case:

• {user}: the member the ticket belongs to. It is a mention in the message and their name in the title, because Discord does not show mentions in embed titles.
• {server}: your server name.
• {ticketid}: the ticket number.
• {type}: the ticket type label, e.g. Support Ticket.

The dashboard refuses any other placeholder in those two fields. Every other field is shown exactly as typed. Text longer than its limit is cut to fit when you save.

Tickets opened with /ticket new use the same welcome title and message, with the opening reason added below, and have no buttons. Until you change Welcome message they keep their shorter default, without the Please describe your issue in detail. line.

#Ticket channel naming

Control the channel name a ticket gets when it opens, when it is escalated to another type, and when it closes. Placeholders in curly braces are filled in; everything else is used literally. The dashboard shows a live example under each field and refuses an unknown placeholder or a scheme that renders to nothing.

Open ticket name placeholders: {number} (the lowest free number in the category, so deleted tickets' numbers are reused), {type} (the type slug, e.g. support-ticket), {typelabel} (the type label, e.g. Support Ticket), {username}, {userid}, {panel} (the panel it was opened from) and {date} (as YYYY-MM-DD).

Closed ticket name placeholders: {ticketid}, {name} (the name it had while open), {type}, {typelabel}, {username}, {userid}, {date}.

Every name is lowercased, spaces and unsupported characters become dashes, and it is capped at Discord's 100 characters. A scheme itself can be up to 200 characters.

#Ticket behaviour

The countdown. Five minutes after a staff member replies, the bot posts a Timer Started notice and starts the clock. A reply from the member removes the notice and clears the clock. FiveUnity closes expired tickets with the reason Ticket closed due to inactivity. Staff can set a one-off window with /ticket timeout hours:<n>, which works even with inactivity auto-close switched off; that hand-set countdown survives until the member replies or a staff reply re-arms the automatic timer.

Turning dual categories off collapses each pair into one. On save, every open ticket sitting in a ⏰ Staff Reply - … category is moved back, panels pointed at one are repointed, and the dashboard reports how many tickets moved. Turning it back on does not re-split anything: tickets start swapping again on the next message.

#Panels

A panel is the message members click to open a ticket. It comes in two styles:

• Dropdown: offers a list of ticket types the member picks from. This is the default and the one /setup creates.
• Button: one Discord button per ticket type (same type list as a dropdown). Choose Button colour (blurple, grey, green or red) when you use buttons.

Name is what the panel is called in the dashboard, and the default embed title. Changing Panel style rebuilds the Discord message on save.

#Ticket types

A dropdown panel carries its own list of types, so two panels can offer completely different options. Each row has a Label, a Slug (used in channel names), an optional Emoji and Description, and its own Category and Support role that override the panel defaults. Rows can be reordered, and Reset to built-in types restores the FiveUnity set: Support Ticket, Report Staff Ticket, Tebex Ticket, Gang Ticket, Events Ticket and Ban Appeal Ticket. A panel holds at most 25 types, Discord's limit for a dropdown.

#Where a ticket opens

FiveUnity picks the category most specific first: the ticket type's own Category, then the panel's Default category, then the server-wide Open tickets category, then the built-in category for that type, and finally a pair created for the panel or type (📩 <name> and ⏰ Staff Reply - <name>).

#Publishing

Press Publish on a panel row to post it, or Republish to update it. Saving a live panel rewrites its Discord message in place, so the channel never disagrees with the dashboard. Choosing a different Publish channel and pressing Publish moves the panel. Deleting a panel deletes its published message too, so nobody is left with a button that cannot open anything; tickets already open stay open.

#Automations

Each panel can hold up to ten automations. Choose a trigger (ticket created/reopened/closed, owner left, close request, message found, or no message), optionally restrict message triggers to the ticket owner or staff, set a delay, then choose Close, Delete, Escalate, or a custom command. Escalation requires a destination ticket type and moves the channel exactly like /ticket escalate, including permissions, support-role handover, optional rename, and the destination support-role ping.

#Open tickets

Open tickets, at the bottom of the Tickets page, lists every ticket that is still open, oldest first: its number, the member who opened it, its type, the panel it came from, its channel, who has claimed it and when it was opened. Members are shown by name when Discord can still tell FiveUnity who they are, and by user id otherwise. Press Refresh to load the list again. It shows up to 200 tickets; when more are open, the newest are left off and the line above the list gives the total.

A row marked Channel deleted is a record whose channel no longer exists, for example because the channel was deleted by hand instead of closed. Records like that still count towards the member's Max open tickets per member limit, so they can stop the member opening a new ticket.

Reset does what /ticket-reset does. It deletes every open ticket record that member holds in this server, not only the row you pressed it on, so they can open a new ticket straight away. You are asked to confirm first, and it cannot be undone. Reset only changes FiveUnity's records: a ticket channel that still exists stays in Discord, but FiveUnity no longer treats it as a ticket, so delete that channel by hand if it is no longer needed. Anyone who can open this server's dashboard can use it, which means Administrator or Manage Server.

#In the ticket

The new channel opens with a welcome embed titled Ticket #N, a Close Ticket button and a Claim Ticket button, and a ping for the support role. The embed text and both button labels can be changed under Ticket texts.

#What happens on close

• An online transcript is generated. The channel moves to your Closed tickets category, is renamed with your closed scheme, and the member loses access.
• A Ticket Closed summary with a View Online Transcript button is posted to your ticket log channel.
• The channel gets a Ticket Archived notice with Reopen / Delete Permanently buttons. Delete Permanently needs Manage Channels. The notice title and message can be changed under Ticket texts.
• If DM transcripts to users is on, the member is DMed the summary and transcript link. The summary footer is the Closing summary footer from Ticket texts.
• If at least one staff member claimed the ticket, the member is then DMed a rating request: one to five stars per staff member, an optional comment, and a Submit Ratings button. Each star is saved as it is picked, so the request still works if the bot restarts before the member finishes. Results go to your Review log channel (and your Rating channel if you set one), and /ratings shows the scoreboard.

#Other commands

Who can run each of these is set under Permissions. Claim and close counts feed the numbers on Staff.

#Related

• Queues: order tickets and tell members their position.
• AI Assistant: ticket summaries and a first responder.
• Core settings: where the ticket and review log channels live.